Release Notes: OTRS Help Desk 3.3.6

April 01, 2014 — OTRS, the world’s leading provider of open source Help Desk and ITIL® V3 compliant IT Service Management (ITSM) solutions, today announces the stable release OTRS Help Desk 3.3.6 Sunrise Beach Ko Lipe.

What’s New

• Updated French translation, thanks to Guillaume Houdmon.
• Extended the OTRS system registration to optionally also send the support assessment data along with the system registration data. Support assessment data is improved and extended and can be accessed in the new Service Center module of the admin area.
• Updated Japanese translation, thanks to Toshihiro Takehara and Norihiro Tanaka!

Important for Upgrading

• From OTRS 3.3.x:
  • Make sure you run bin/otrs.RebuildConfig.pl after the upgrade so that the configuration is refreshed. Otherwise the system may not work.
• From OTRS 3.2.x: Please read the UPGRADING.md and INSTALL.md files for detailed instructions.

Security Issues

• https://community.otrs.com/security-advisory-2014-04-xss-issue/
• https://community.otrs.com/security-advisory-2014-05-clickjacking-issue/

Bug Fixes

• Bug#10405 – When using the search feature of the tree selection overlay, one is not able to expand subtrees of matching entries.
• Bug#10340 – Dynamic field not visible in queue view screen (AgentTicketOverviewSmall? .dtl).
• Bug#10400 – AgentTicketProccess will not use error messages of dynamic field drivers.
• Bug#10397 – DynamicField configuration in SysConfig ‘DefaultOverviewColumns’ causes JS error.
• Bug#9592 – Ticket history overflows for dynamic field.
• Bug#10368 – Ticket title isn’t shown.
• Bug#10381 – AgentTicket*View has invalid SortBy options.
• Bug#10383 – Missing ‘DefaultColumns’ SysConfig for AgentTicketSearch view.
• Bug#10384 – out-of-office information not displayed in Ticket Zoom.
• Bug#10379 – ACL Not Working.
• Bug#10385 – Wrong Queue ID for Errors and FormUpdate in AgentTicketActionCommon.
• Bug#10369 – Ticket::Frontend::Quote does not work with RichText Editor.
• Improved handling of cache keys in Stats.pm to prevent caching problems in the dashboard stats.
• Bug#10334 – Deleting the attachment deletes the recepients too.
• Bug#10374 – OTRS does not protect against clickjacking.
• Bug#10364 – Inline images displayed as attachment in SMIME and PGP signed messages.
• Bug#10251 – SMIME signing fail on mails with attachements.
• Bug#10277 – Statistics per agent also shows invalid agents.
• Bug#10318 – Dynamic Field: Multi Select does not allow empty values.
• Bug#10365 – Custom State types not working with “otrs.PendingJobs.pl” any more.
• Bug#10349 – System Email notification external not highlighted correctly.
• Bug#10361 – Incorrect handling of special characters in DynamicFields.
• Bug#10324 – Customer user field still marked as empty even after providing data.
• Bug#10019 – Tickets via “In line action bar” cannot be moved.
• Bug#10283 – MouseOver on the Transitions does not show transition actions.
• Bug#10241 – ACL-Editor Bug..
• Bug#10338 – Empty Content-ID causes strange result -> HTML-tags are “corrupted”.
• Bug#9951 – Line breaks at the end of salutation templates are not saved.
• Bug#10275 – Problem with encoding in attachment.
• Bug#10085 – Postmaster incorrectly decodes headers, causes garbage in the database.
• Bug#10336 – Problem with symlinked theme directories.
• Bug#10328 – Error in AdminPostMasterFilter if the name of DynamicField changed.
• Bug#10264 – Description (espacially article description) in processes are shown on improper place.
• Bug#10244 – No mouseover popup for fields in ActivityDialogs.
• Bug#10240 – Restricting process list by ACLs is only working with UserID.
• Bug#10299 – “Ouf of Office” shows inactive agents.
• Bug#10321 – Applying Filters to tickets in Status View or Queue View will log out session..
• Bug#9600 – When a ticket is deleted by generic agent job, No such TicketID error.
• Bug#10057 – Advanced Search Window is Cramped and Confusing.
• Bug#9675 – No use Ticket::Hook in AgentLinkObject.
• Bug#10300 – Special character in customer id cuts off string..
• Bug#10309 – mails with an empty return-path header must not trigger auto responses in OTRS.
• Bug#10245 – Use of uninitialized value $Param{“Value2”} in string.
• Bug#10182 – Customer email suddenly treated by OTRS as ’email-internal’.
• Bug#10285 – No use Ticket::Hook in CustomerTicketZoom.
• Bug#9787 – Queue field doesn’t appear in ProcessMgmt.
• Bug#10222 – Customer search during ticket creation – OTRS shows details also if no customer match the search.
• Bug#10259 – GenericInterface: mapping key can’t map from / to 0.

The detailed ChangeLog can be found at: https://github.com/OTRS/otrs/blob/rel-3_3_6/CHANGES.md.

Browser Support

• JavaScript is required to use OTRS.

These browsers are not supported:

• Microsoft Internet Explorer before version 8
• Firefox before version 10
• Safari before version 5

We recommend to use the latest version of your browser, because it has the best JavaScript and rendering performance. Dramatical performance varieties between the used browsers can occur with big data or big systems. We are happy to consult you on that matter.

Download

Download the latest release with your OTRS-ID – Your personal all-round account

Your benefits:

• free promotion specials
• free access to our knowledge database to solve problems
• stay informed with our OTRS-Newsletter and manage your newsletter subscription
• contact us more easily and keep track of your requests

If you already have login information to our OTRS-Portal, you also have an OTRS-ID (email-address). Please, log in as usual https://portal.otrs.com/otrs/customer.pl You can find the current releases in the section “Download“ If your password is not accepted, please use the „Forgot password“-link, so we can send you a new password.

If you do not have an OTRS-ID, you can register for free at https://portal.otrs.com/otrs/customer.pl#Signup

If you don’t want to use the benefits of an OTRS-ID, you may proceed with the Public Download

Professional Services

OTRS Group, the source code owner, provides world-wide enterprise support, consulting and engineering including process design, implementation, customization, application support, and fully managed service.

Community Support

Leverage the various OTRS Community sources to get involved:

• OTRS User Forum
• Mailing Lists
• Knowledge Database (FAQ)
• Bugreporting
• Brainstorming / Vote for Features